Dialing up the client services department to complain (or compliment) about your buying experience can be a hassle. Let’s be honest, it’s just easier to use social media to convey good or bad consumer experiences to solve our problem.
Social media customer service was once a rarely used service channel, however, that has changed. Companies are bringing customer service pages back to the internet.
According to Forbes Business Magazine, addressing service quality on a social media platform boosts a company’s brand. When executed with empathy, it presents situations to the public that describes how the business treats its consumers (this can also be a golden opportunity to shine if you’re delivering exceptional quality care).
To thrive in commerce on the world wide web, your customer service had better be on point. So, consider this:
1) Identify which social media platform you’ll use to communicate with customers. Ideally, it should be the same platform the majority of your customers currently use.
2) Decide on an appropriate response time. How quickly will you commit to responding to your customers? Most customers expect feedback within an hour. Establish customer expectations with automated responses that identify turnaround time. Post your service hours.
3) Make sure your company’s values are reflected when acknowledging customers criticisms. Coach employees on proper verbal and written tone of voice. Offer specific examples and encourage role play to enhance the training.
4) Monitor conversations on your social media platforms in order to gain insight into public opinions about your business and products. Use it to improve your weaknesses.
Tell us how social media has impacted your customer service delivery.
Remember, make it a great day!